State of Service

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“Insights from over 7,000 customer service professionals worldwide
For the fourth edition of our “State of Service” report, Salesforce Research surveyed global customer service professionals to determine:
• How customer service standards continue to change in the midst of crisis
• Which strategies, tactics, and technologies service organizations are turning to in the new normal
• How service organizations are navigating abrupt changes in their work environment
• The impact and trajectory of field service during a time of social distancing”


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